Tomsky wrote that one of his superiors, Andy, developed a technique of making an angry guest back down by getting more mad about the situation than they were. "'I just came back from lunch, and my room has not been cleaned yet,'" a customer would say. "'Anyone planning on cleaning it!? Is anyoone actually working here!?' 'WHAT?!' Andy hissed. 'I cannot BELIEVE they FAILED TO SERVICE YOUR ROOM, SIR.... NO, no. NO, sir. Trust me, it is NOT OKAY AT ALL. SOMEONE IS GOING TO LOSE THEIR JOB FOR THIS,' Andy yelled, jamming his finger down hard on the front desk and ripping the phone receiver from the cradle to dial housekeeping... The guest waved his hands before the desk and said, 'It's not really that bad. Can't we just get it cleaned now? That would be fine.'"
